Implementation Consultant II

5 days ago

Bengaluru, Karnataka, India Anthology + Blackboard Full time

Primary responsibilities will include:

Troubleshooting and Issue Resolution:

  • Diagnosing and resolving complex technical issues related to SIS and CRM customizations and integrations
  • Analyzing error logs, system logs, and other relevant data to identify root causes of problems
  • Implementing effective solutions to address reported issues

Upgrade Planning and Execution:

  • Collaborating with customers and internal teams within organization to assess the impact of software upgrades on customizations and integrations
  • Developing comprehensive upgrade plans, including testing strategies and risk mitigation measures
  • Executing upgrade processes, ensuring minimal disruption to customer operations post upgrade

Post-Upgrade Recertification:

  • Thoroughly testing customizations and integrations to verify functionality and performance post-upgrade
  • Identifying and addressing any issues arising from the upgrade process in the customizations and integrations
  • Documenting and communicating the outcomes of recertification activities to customers

Knowledge Base Management:

  • Contributing to and maintaining a comprehensive knowledge base of troubleshooting techniques, best practices, and common issues
  • Sharing knowledge and expertise with the support team to improve overall efficiency and problem-solving capabilities

Customer Communication:

  • Effectively communicating with customers regarding issue status, resolution timelines, and potential impacts
  • Providing clear and concise explanations of technical issues in a non-technical manner
  • Building strong relationships with customers, fostering trust and collaboration

The Candidate:

Required skills/qualifications:

  • At least 2 years of experience in technical support or implementation roles, preferably in the education or software industry
  • Strong understanding of Campusnexus CRM and Anthology Student, including customizations and integrations
  • Proficiency in SQL and other relevant scripting languages
  • Experience with troubleshooting complex technical issues
  • Excellent problem-solving and analytical skills
  • Strong written and oral communication skills
  • Ability to work independently and as part of a team
  • A customer-centric approach and a commitment to providing excellent support
  • Fluency in written and spoken English

Preferred skills/qualifications:

  • Understanding of integration between CampusNexus CRM and Anthology Student
  • Understanding of Anthology Student integration with Learning Management Systems
  • Experience in ticketing tool Salesforce - Service Console

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